Complaints

This profile includes complaints for Gardner White Furniture Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Gardner White Furniture Company has 11 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gardner White Furniture Company

  6500 E 14 Mile Rd Warren, MI 48092

  
• 

  Gardner White Furniture Company

  7680 Telegraph Rd Taylor, MI 48180-2237

  
• 

  Gardner White Furniture Company

  21100 W 8 Mile Rd Southfield, MI 48075-5665

  
• 

  Gardner White Furniture Company

  4400 E 14 Mile Rd Warren, MI 48092-4326

  
• 

  Gardner White Furniture Company

  43525 W Oaks Dr Novi, MI 48377-3303

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a sectional, took months to come in, cushions started coming apart, called repair man came out after a month, he ordered new cushions, the new cushions came apart, called again, he came out again, waited a couple months for new cushions, now they fell apart. When I called they said 1 year warranty is up, which I don't know how they can justify the waiting months, but anyway, I have gone into Gardner White, called and called and sent pictures in. I was emailing the service department who told me I had to contact the Protection Plan I paid for. I called them and at first they said it wasn't covered until I scanned them the brochure then they said it was a one time occurence and I had 5 days to make a claim. This seems very unfair and passing the buck back and forth. So I have a sectional a little over a year that the cushions are completely falling apart. Was hoping to get at least **** years out of it.

  

  Business Response

  Date: 07/02/2023

  Greetings 

  We empathize with the concerns listed in this submission; we must report that the factory warranty covers factory defects for 1yr. Within the 1yr time allowance we have 2 documented services that resulted in two completed part orders. 

  We do not anticipate any further issues but after the 1yr **** we cannot hold the factory accountable, the 3rd party company that owns the extended warranty has coverage for seams up to 4 years from the date of the original delivery. Their guidelines require concerns to be called in within a timely manner; any excessive conditions would not be considered, regretfully Gardner-White cannot override any denials issued by the 3rd party company. 

  Kindest regards 

  Customer Answer

  Date: 07/02/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  There was not excessive wear and tear, as there is just my husband and myself (no kids or pets).  One of the repairmen that came out even said that the type of fabric pulls from the seam and they have had numerous problems.  And I did make timely attempts with the store, your office as well as the extended warranty office.  And as far as your one year in store warranty, well it took months to receive the new cushions, which in return pulled apart from the seam, so I feel that if Gardner White would have been prompt on replacement, I would have been in the one-year warranty.   I just do not understand why I paid Gardner White for the extended warranty but they have no control over it.  It was just a WASTE of money and I will advise anyone I know to never ever get it because when I purchased it it was explained to me that if there are any problems whatsoover it will be covered and that is UNTRUE.  It's a shame to pay over $2k for a sectional and extended warranty and it looks awful.  
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/2022- Our couch purchased previously from gardner white couldn't be repaired so we agreed to return the old couch and use a $2800 credit from the manufacturer towards a new couch at gardner white on Hall road in Shelby ********* Went in at the end of November and purchased a new couch that was supposed to be delivered 12/15/22. They told us they would drop it off when it was in stock and they would swap out the old couch. They ended up giving the pieces of the couch that they did have in stock to another order because they do not hold onto pieces of furniture. We were not informed of this until the beginning of January 2023. Upon finding out, we told them to drop off whatever pieces they had and take the old couch so we could get our new couch. They agreed. Took the old couch and left us with 2 pieces for the new couch. Stated the new couch would be in at the end of January. I called on 1/18/23 to follow up and at this point they inform me that the manufacturer no longer makes the couch and can only get part of the couch. (We would be missing a piece of the couch). Not once did they reach out to inform us of anything. Not only did they take our couch but now cannot fulfill the order and have been avoiding the issue since November 2022. We have been on the phone countless times since the beginning of December with several different individuals and not one person has helped. They have had many opportunities to communicate the issue but have decided not to. At this point, we want the order fulfilled or our money back to take our business elsewhere. If you'd like more details, please reach out and I can provide more in depth details.

  

  Business Response

  Date: 01/29/2023

  Greetings

   

  Reviewing the order, it was found that on 1/20/23 there was a completed delivery; that had no no documented errors. At this time there are no pending orders or outstanding concerns on file.

   

  It appears this is a closed matter, should the guest have any further concerns they are welcomed to call n to the customer experience department.

   

  Kindest regards

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 10, 2023 we saw an ad online for a 5 piece bedroom set made of wood for $995. We went to the store showed the sales person the add. She showed us the display and it looked the same so we picked out a bed to go with it. Most of our time was spent on the bed itself and checking out. When it was delivered we discovered that it was not actual wood. It was made of particle board. This was a shock to us and quit different than what we expected. They also only delivered 3 of the 5 pieces even though when we discussed at the store they were not to deliver until all the pieces had arrived. We called the store and they said we could return but there was a 25% restocking fee. There is nothing on the receipt nor did anyone inform us of the restocking fee at the time of purchase. They will not escalate this to a manager when I called as they said it is their policy. My main issue is that the advertisement called the furniture wood but in fact it is not it is manufactured wood or particle board. They acknowledge this but will not allow for an exchange or return without charging me 25%. When asked about how they would assess the pieces not delivered they said they would advise but I have not seen that yet.

  

  Business Response

  Date: 01/29/2023

  Greetings

   

  Upon review, all merchandise in question listed on this request has been canceled and or returned. There are no outstanding orders or concerns at this time. 

   

  Kind regards 

• Initial Complaint

  Date:01/15/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/10/2022, I was a victim of theft by one of the Gardner White delivery drivers. This theft was caught on camera, a complaint was issued with the local police department and a warrant was issued. The perpetrator has yet to surrender himself as I am still awaiting a subpoena to testify against the Gardner White delivery driver. I have received no cooperation from Gardner White regarding this matter. I discussed this issue with a warehouse manager in the ************ location, to which he did not take it seriously, refused to cooperate, refused to guarantee my safety on another delivery to resolve this issue, refused to reimburse me for the stolen tool. He refused to answer candidly regarding the employment status of the accused delivery driver and told me to obtain a conviction if I want reimbursement for the item stolen from Gardner White delivery driver.This was all resulting from the purchase of the Cabernet Dining Room Set. Gardner White has delivered 3 dining room tables with leaves that do not fit. The fourth attempt is still pending as Gardner White has taken no action whatsoever following the complaint of theft by one of their delivery drivers.

  

  Business Response

  Date: 01/29/2023

  Greetings

  We regret to read the incident that ****************** says occurred. It appears that delivery management is aware of the concerns listed on this correspondence. We regret that the person has not turned himself into authorities yet, however this is out of the control of Gardner-White furniture.

  The necessary actions regarding employee conduct have been taken, due to confidentiality any accountably or repercussions are handled by the direct report; this information is sent to our HR **** only; information regarding employment status cannot be shared with other departments or guest. 

  We also apologize for any miscommunication or lack of from our delivery management team, we will send this correspondence over to their attention; requesting that the guest be called again. 

   

  Kindest regards

  Customer Answer

  Date: 02/04/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:] A person named ***** who identified themselves as a warehouse manager contacted me regarding this. Stated an exchange with police presence would be conducted to ensure safety. It has yet to happen. ***** refused to acknowledge any wrong doing on the employees part and was otherwise uncooperative.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 03/13/2023

  Greetings

   

  From notes entered on the pending order, there will be accommodations that ***** will oversee personally at the point of delivery. At this time the merchandise is on back order, once in guest will be called and the delivery will be followed closely by management until complete. 

   

  Kindest regards 

  Customer Answer

  Date: 04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  Gardner White has done nothing to address the issue with the theft committed by their employee which is being prosecuted, it does not address reimbursement of the tool stolen and it does not address safe delivery as to ensure I am not again the victim of a crime committed by their delivery drivers. I have asked for escalation above a warehouse manager and I have not been contacted and no action has been taken on their part.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/10/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have the Gardner white credit card , I financed 2 mattresses, and I had a remaining balance of $249.67 and before the promotion would be over I paid it all on December 11, 2022. I then received a bill of that amount saying that it was past due and I was getting charge for late charge and it messed up my credit score. At the end I called customer service and got it resolved it was the stores fault. But my credit score now is bad and it affected it. This was such a disappointment and bad inconvenience, any gratitude or some solution would be appreciated. If not I would like to take legal matters.

  

  Business Response

  Date: 03/13/2023

  Greetings

   

  We apologize for this inconvenience, after a review of the account there are notes that reflect a correction was made. We are happy to send a Mastercard out in the amount of $100, ********************* will be able to choose to use online or have the card sent to her through the mail. 

  The Mastercard information will be sent to email address **************************** within the next 7 days. 

  We are happy to see that the issue was resolved and again extend a sincere apology. 

   

  Kindest regards

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased sectional sofa in ***************** location. As I was moving to another location, I didn't *********. After 4 weeks of purchase I unwrapped for installation. There was manufacturing defect on the sofa frame due to that a leg isn't fitting and leather was torn-out. When I called GW they're saying they can repair under mfg. warranty. I was requesting an exchange instead of repair as GW sold a defected product to me. No consumer wants to purchase defected product for a new price. Finally I want to return the complete product or exchange for new product.

  

  Business Response

  Date: 01/29/2023

  Greetings

  All concerns with handling damages must be called in within 24 hours of receiving delivery. This particular delivery was made to the guest's doorstep, there is no option to replace before a service inspection deems the product unrepairable. 

  After owning the merchandise for 30 days there is no way to determine how the merchandise became damaged as well as the guest moved the merchandise into the home themselves. 

  The concern with the leg will be covered under the factory warranty and would have a covered repair, if the guest refuses this service there is nothing that Gardner-White can offer for assistance with this matter. 

  The guest has the option to contact our Customer Experience team to schedule a repair at any time, this is the only option available as the product is under physical inspection and repair from day one.

   

  Please see service notes below

  Driver Return Note: Service: CA REVIEW/CALL Inspected sofa and found that the *** rear corner frame isn't square on causing leg to not attach. I attempted to schedule a pick-up for repair customer denied service said he wants a new one D0625 COM 5 REVIEW

   

  Note guest received doorstep delivery on 11/25/22 called GW on 12/30/22

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Gardner white September 19, 2022. I bought a gray recliner loveseat. It was delivered out September 19, 2022 when it was delivered I notice next day that the hinges, that hold the arm rest was all rusted. I called Gardner white. They said they put a claim in to fix it. Ive been waiting three months.and they still havent fix my loveseat. They sold me me a defected loveseat . I am a senior I pay cash money $2574.70. I want a new sofa now. I dont have money just to give away. I save my money to get this new loveseat.. they given me a runaround. The last person I spoke to was ****** that was January 2, 2023. Shes telling me the same thing the parts has been order. . This is unacceptable. Its been 95 days. Still waiting. I need this resolved. This is stressing me out. I want a new sofa since i been wanting over 95 days I been keeping in touch with Gardner white every month asking about the parts to fix my couch. I want a new loveseat now, because they should have not sold me a defective loveseat.

  

  Business Response

  Date: 01/29/2023

  Greetings

   

  Upon review of the concern listed, as of 1/13/23 ************ in question has had a completed repair. We apologize for the frustration but with limited stock and with the concern being with rusted hinges the service repair was the most effective recourse.  

  From day one the item is under a service and repair plan, this is in place the life of the factory warranty, which is one year, after that time there will be additional coverage for accidents on a 1x occurrence. 

  Should there be any *************** we are happy to assist **********************

   

  Kindest regards

• Initial Complaint

  Date:01/05/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the Gardner White Furniture store at **************************************************** to purchase a new couch on Dec 30, 2022. Upon some browsing with a Sales person called *****, I chose a couch I wanted to purchase. We were on the furniture display floor so I pointed towards the couch that I wanted with its color, with its sale priced marked at $595. The sales rep then acknowledged and said that he can take care of it, then led me to a different part of the building for billing. There was no indication at the billing area of what couch I was being billed for. I proceeded to pay for the goods for a total amount of $631.71 ($595 + Tax). Order #*********.There was a delivery made on Dec 31, 2022. The delivery person left the item (inside a box - no way to check whats inside) at my door step. I pulled the package in and upon unpacking I found that it was a totally different couch from what I had selected. They had sent me an incorrect couch, one that I did not choose, but was priced the same. I disliked the design. I promptly went back to their store and informed a cash register person of the error. She said there was nothing she could do, So I asked for her manager. The manager said that they can replace the couch. So I asked them to replace the couch but I was billed an extra $148.98. Upon inquiring, they mentioned that I was charged a restocking fee. The sales person put the incorrect design couch order at the register with no way of me being able to verify the couch. Yet, I was charged a fee for an error I did not make. The new couch was delivered and the incorrect item was picked up, but I was unfairly charged a $148.99 fee. Please help me obtain a refund of $148.99 from Gardner White.

  

  Business Response

  Date: 01/29/2023

  Greetings

   

  We are pleased to adjust the order in question $148.98, there is a gray area in which the sofas sat so closely together; that the guest's request was misunderstood. The adjustment will be returned to the original payment method. For credit, please allow 3-5 business days for posting. 

   

  Kindest regards 

  Customer Answer

  Date: 02/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  

  The company has processed the refund. I appreciate BBBs help with this issue. Im glad that BBB exists and grateful for the work you do for the customers.

  
  Regards,
  *******************************

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came to the ************ location and ordered a mattress, box springs, and a frame for the bed. When I was ordering it I reiterated several times that I need the three items today and if that was not possible I would have to purchase somewhere else. The women helping me stated that I will be receiving next day delivery on my items and I asked for morning delivery. I get a message for delivery the day of for 6-9 pm. Call and am told frame is not out for delivery with my other items. I am transferred to someone else and wait over 20 minuets to talk with someone. When she answers the phone she states she will need to get in touch with the sales person since they are not in and she will call me right back. Over an hour goes by with no call back. I call back again. She states that she has still not heard anything from the sales person. I ask if she can just provide me with the item I purchased or tell me where I can go to pick it up she states I will have to wait for her to call me back. I reluctantly agreed. I wait another hour with no call back. I call the store she says she still hasnt heard anything and I ask if I can speak with someone who values my time a little bit more. She puts me on hold for over 30 minuets. Her manager picks up the phone and states she understands my frustration but I will have to give her more time I told her what was promised to me and that I am not in the position where waiting is an option and this was not the agreement when I purchased. The manager stated that the frame that I purchased was never in stock meaning that the sales associate sold me a product she knew she couldnt provide. It is now 5:30 and everything has been delivered except the frame. I still have not heard back regarding the frame that I purchased so I am out money and do not have the product I ordered. I will never be purchasing from this company again and I am concerned with the employees lack of concern with customer service that seems it should be important.

  

  Business Response

  Date: 01/29/2023

  Greetings

   

  Regretfully we are unable to access a purchase using the name and contact information listed on this request. Please have the guest submit an order number or contact information listed on the recent purchase. 

   

  Kind regards

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased two chairs on August 9th, 2022. These two chairs were accent chairs to match furniture from an earlier purchase from Gardner White. Gardner White attempted to deliver on 8/11, //18, 8/24, 9/22, 9/23, 9/25, 9/29, 10/8, and 11/4. All products were incorrect or damaged. Gardner White refused to call us back until I attempted to hand deliver a broken chair their delivery driver refused to take after our 9/25 delivery. I finally received a phone call on 9/28 from the ************ store manager guaranteeing two perfectly conditioned chairs to be delivered on 9/29. One chair came undamaged on 9/29, but the second was damaged. We received no further communication and calls went unanswered. Two additional deliveries were sent, but both broken. On 11/24 we learned that the company no longer carried the product and they needed to figure out what to do about the chair we had, since we could not receive the matching accent chair. Gardner White refused to refund us because we had the chair too long, despite MULTIPLE attempts to get it resolved immediately. On 11/25 a Customer Experience Manager, Lekey (spelling unknown), stated our account noted we refused a credit to choose a new item in the beginning. We were never given the option until then. They refused any other option, but stated I could return for credit through January 1st. I returned it on December 17th and the store *************************** apologized and offered a full refund. My sales **** ****** was standing with me during this transaction. A credit was to hit our credit card in **** business days. On 12/28 we called, again, and learned our refund was "denied" without any communication. We have yet to receive a response and we do not have our full refund as promised. We have no product and no refund. We also set up service on our sectional on December 17th, but we have received no phone calls or options to receive service. I'm prepared to respond with call records, receipts and photos if needed.

  

  Business Response

  Date: 01/29/2023

  Greetings

   

  The matter of a pending refund has been resolved, effective 11/28/22. Gardner-White considers this a closed matter. 

   

  Kind regards

  Customer Answer

  Date: 01/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  This issue was resolved the day after I submitted my BBB complaint, not in November as they stated. I attempted to update my complaint, but I had to wait for a response from Gardner White Furniture. 

  I only wish I had submitted my BBB complaint in the first month of issues, rather than waiting 4 months and trusting the company to resolve the issue. 

  Regards,

  ***********************